CDNetworks Singapore – Technical Customer Support Engineer

OVERVIEW

We are seeking a driven and self-motivated Technical Customer Support Engineer to join our team. You are the primary interface on incoming client support issues, facilitating implementation activities following a customer sale, providing technical support to new and existing customers by ensuring prompt resolution to their service requests. 

You should be a team player who enjoys interacting with people and has a ‘can-do’ personality. You should also be passionate about technology, detail-oriented and possess a knack for solving complex technical problems.

THE TEAM

The Technical Consulting Team is responsible for providing high-quality technical support and advice to internal and external stakeholders, thereby facilitating the establishment of our services. You will work closely with our Global Service Delivery team to build a positive customer experience and deliver solutions that drive overall satisfaction with our technology.

A career in CDNetworks offers challenging work and various opportunities to develop your skills and grow to your fullest potential.

Established Customer Support Engineers can expect to advance their career in pre-sales roles that enable them to utilise their strong technical experience to drive new customer acquisitions for the organisation in partnership with our Sales team. This includes Sales Engineering, Solutions Architecture and Technical Consultancy positions.

RESPONSIBILITIES

•Providing ongoing technical support to customers during onboarding, post-onboarding and deboarding stage.

•Manage support cases and ensure all issues are resolved in a timely manner.

•Monitor and maintain performance and availability of our services. •Facilitate incident responses and escalations to advanced support teams when necessary.

•Document troubleshooting and problem resolution steps.

•Generate technical design documents to support POC via the establishment of trials and detail the implementation of our solutions.

•Provide on-call support outside regular business hours as and when required.

REQUIREMENTS

•University degree in Computer Science, Computer Engineering, Information Systems or related discipline.

•Experience in a customer-facing role within a high-tech industry, ideally with direct exposure to troubleshooting technical issues.

•Strong understanding of Operating Systems (Linux), Internet Protocols (DNS, TCP/ IP, HTTP), Cloud / Cyber Security and Hosting Infrastructure (load balancers, firewalls, etc) is required.

•Strong communication skills in order to act as a bridge between customers and the service delivery team.

•Willing to work beyond business hours as and when required.

BENEFITS AND PERKS

Here are just a few of our benefits that we are proud to provide our team with at CDNetworks:

•Exciting opportunities to travel overseas for business meetings, events and exhibitions, collaboration with our global offices on various initiatives and visit our HQ in South Korea for training

•Flexible benefits scheme for health and fitness programmes or personal development courses 

•Medical insurance coverage and annual health screenings•Comprehensive leave benefits

•Monthly mobile allowance

•Monthly team events/meals

•All-access to our well stocked pantry!